Customer Success Manager - German at Mewssystems

🌍 Can you help us change the world? It’s true. At Mews, we dream big. As a Hotel Tech unicorn valued at $2.5b, we’re propelling new-generation cloud technology within global hospitality. With our industry-leading property management solution, we’re enabling the world’s most revolutionary hospitality brands to accelerate their digital transformation. We’re on the lookout for ambitious, tenacious and passionate people who want to join the next generation of innovators and disrupt the hospitality industry with us. Sound good so far? Keep reading and tumble down the Mews rabbit hole... 🐇 🧑🏻‍💻 About the role First things first: you want to know what you’re actually applying for. It’s impossible to capture every nuance of a role – especially at a rapidly growing company like Mews – but if we had to distill it down to a job description (which we do because this is a job description), it would be this: Position Overview As a Customer Success Manager (CSM), you will support customers as they transition from onboarding to active, successful, and long-term users of Mews products. You will be responsible for driving product adoption, retention, customer ROI, and account growth while delivering measurable value across your territory portfolio. This role combines strategic account management with scalable customer engagement, focusing on SMB and Mid-Market customers. Through a blend of one-to-one interactions, one-to-many activities, automation, and digital initiatives, you will foster strong customer relationships and ensure clients achieve their desired business outcomes. Customer portfolios are managed through a flexible operating model, which may include: • Full ownership by an individual CSM • Partial ownership shared between CSMs • Collaborative management within a territory pod • Fully pod-managed portfolios This structure enables both personalized engagement and scalable impact while ensuring seamless collaboration across regions and teams. Key Responsibilities Customer Success & Account Management • Guide customers through adoption, value realization, and renewal—occasionally engaging during onboarding where needed. • Build and nurture long-term relationships with business and technical stakeholders. • Act as a trusted advisor, aligning customer objectives with Mews solutions. • Drive customer satisfaction, loyalty, and retention across your portfolio. • Proactively identify risks and implement churn prevention strategies. • Expand customer accounts through upsell and cross-sell opportunities. Value Creation & Product Adoption • Ensure customers maximize the value of Mews products and services. • Develop and manage Success Plans and Success Snapshots to track outcomes and ROI. • Leverage data-driven insights, including whitespace analysis, to identify growth opportunities. • Support customers in achieving measurable business results through increased adoption and optimization. Scalable Customer Engagement & Commercial Growth • Engage customers through one-to-one, one-to-many, and automated interactions. • Drive adoption through webinars, roundtables, community initiatives, targeted outreach, and digital programs. • Utilize CRM tools to automate customer journeys and monitor health metrics. • Contribute to pipeline generation and revenue growth through strategic account planning. • Identify and qualify expansion opportunities aligned with customer goals. • Collaborate with Sales and RevOps to ensure seamless account transitions and growth initiatives. Cross-Functional Collaboration • Partner closely with Sales, Onboarding, Support, Product, Technical Account Managers, and Marketing. • Collaborate with internal teams to resolve customer challenges and deliver optimal solutions. • Advocate for customer needs and provide actionable feedback to Product and Engineering teams. • Support cross-departmental initiatives and strategic projects. Strategic Advisory & Change Management • Understand customer business goals and recommend best practices for growth and optimization. • Provide guidance on governance, change management, and operational improvements. • Support customers in adopting new technologies and workflows. • Assist in planning and delivering strategic customer initiatives alongside project teams. Portfolio & Territory Pod Collaboration • Manage customer portfolios individually or within territory pods, depending on business needs. • Collaborate with regional teams to ensure consistent and scalable customer engagement. • Share ownership of accounts where applicable to maximize efficiency and impact. • Contribute to regional strategies and territory success. Requirements Experience • 2–5 years of experience in Customer Success, Account Management, or a similar customer-facing role. • Experience in SaaS and/or the hospitality industry preferred. • Proven track record of managing customer relationships, driving retention, and delivering revenue growth. • Experience working in cross-functional and fast-paced environments. Skills & Competencies • Fluency in English and German • Strong customer-centric mindset and relationship-building abilities. • Strategic thinking with the ability to translate insights into actionable outcomes. • Excellent communication, presentation, and stakeholder management skills. • Ability to prioritize tasks based on value, timelines, and dependencies. • Strong analytical and problem-solving capabilities. • Commercial acumen with a focus on delivering measurable customer value. • Ability to grasp technological and business concepts quickly. • Adaptability and creativity in a dynamic, fast-paced environment. Technical Proficiency Experience with the following tools is advantageous: • Gainsight, Salesforce, Confluence, Slack, Jira, and Gong • CRM and customer success platforms • PMS platforms and hospitality technology solutions 🎉 What's in it for you? Did you know Mews was named Best PMS of 2025 - for the second year in a row - and twice recognized as a Best Place to Work in Hotel Tech? That success is powered by our incredible people and supported by the benefits that help them thrive. 🌍 Global benefits No matter where you’re based, you’ll enjoy: • Participation in our company share program • Best-in-class parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available within your first year) • Unlimited paid holiday (yes, really) • Work from anywhere - enjoy the flexibility to work from other countries for a few weeks each year through our compliant and flexible Workation policy. • Relocation options available after 1 year • Monthly "EDGE" time - dedicated to Explore, Develop, Grow, and Elevate yourself • Flexible, hybrid working options • One-off home office setup budget to make your workspace your own • Monthly working-from-home and healthcare allowances (where local healthcare benefits are not in available) 📍 Local benefits We also tailor benefits to each location - from regional healthcare coverage to team events, socials, and other perks that make Mews life special wherever you are. Because at Mews, growth, balance, and belonging aren't just words, they're how we work. 🤷🏻 Who is Mews? We want to get to know you, so it’s only fair we tell you a little bit about ourselves first. Mews has been transforming hospitality since 2012. What began in a single hotel in Prague now powers thousands of hotels around the world, as they pursue their mission to develop transformational solutions for brands and create remarkable experiences for guests. Since the beginning, Mews embraced being different. Mews is not simply a property management system, but a connected hospitality cloud with products across the hotel ecosystem and more integrations than anyone else. From global hospitality brands to independent properties, hoteliers join Mews because they recognize the power of innovation. They understand that they can benefit from hotel tech that drives efficiency, maximizes revenue, and improves guest happiness. Powering over 5,000 customers across more than 85 countries, Mews Hospitality Cloud is designed to streamline operations for modern hoteliers, transform the guest experience and create more profitable businesses. Ranked 24th in the FT 1000 list of the fastest-growing European companies in 2021, Mews has been recognized as the Best PMS by industry peers at the HotelTechAwards in both 2020 and 2024, consistently earning acclaim. Mews also achieved finalist status in 2021 and 2022. What's more, we take immense pride in being listed among the Best Places to Work in Hotel Tech during those same years and again this year. But our achievements don't stop there; Mews was also listed among the World's Best Hotel PMS Provider 2023 and as the World's Best Independent Hotel PMS Provider 2022 and 2023 by the World Travel Tech Awards. 💭 Life at Mews That’s what we do, but what about who we are? Mews’ culture is special and difficult to capture in words, which makes writing this tricky. You'll experience the freedom to be yourself and the ability to watch your ideas come to life. You’ll have an open line of communication and an open invitation to after-work drinks, be they virtual or in-person. Sometimes the work can be challenging and there can be a lot of it, but you’ll always be able to rely on those around you. Yes, we’re ambitious and we move fast, but we know the value of fun and taking a breather. We have slack channels for almost every interest imaginable, and an all-company meeting every Friday gives you the chance to ask any question to our leadership team. If our mission, values and Life at Mews sound like your kind of place, we’d love to hear from you! Everyone is welcome at Mews We’re an equal opportunities employer. To reimagine the art of hospitality, we need teams that represent our global and diverse customers and users. Our differences make Mews, so we welcome people of all backgrounds and identities to work with us. We embrace different perspectives, encourage trying new things and want everyone to feel safe bringing their authentic self to work. If this sounds like you and you’re ready to join a global, innovative and exciting community, we’d love to hear from you. One very important note: don’t hold back. Even if you don’t meet 100% of the criteria listed in this job description, we still encourage you to apply. We believe everyone should have equal access to opportunities and we’re committed to providing an inclusive experience, so please let us know if there’s anything we can do to support you during the application process. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or any other protected characteristic. We can’t wait to hear from you. 🤖 AI and Hiring at Mews At Mews, we believe AI enhances our work but should not replace what humanises it and makes it individually ours. We see AI as a tool to support research, generate ideas, and drive efficiency, but creativity, critical thinking, and opinions differentiate us. As you apply, feel free to use AI to help structure your thoughts — but ensure your application and conversations with us, reflect your personal opinions, capabilities and experience. We’re building an AI-enabled workforce, and that starts with people who think independently and bring fresh ideas to the table. Because at Mews, making work more human is the ultimate goal.